Sr. Manager, Technical Support (Tier 2)

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

• Leads Tier 2 Engineers, Field Support Engineers, and Team Leads supporting body cameras, TASER devices, Evidence.com, Interview Room, and Fleet solutions.
• Oversees complex, multi-product troubleshooting across hardware, firmware, networking, and cloud systems.
• Establish structured diagnostic and root cause methodologies.
• Ensures strong technical depth and SME development across product lines.

• Owns Tier 2 escalation strategy and high-severity incident response.
• Leads cross-functional resolution efforts with Engineering, Product, and other cross-functional teams.
• Drives timely containment and clear executive-level communication during critical events.
• Conducts post-incident reviews and implements corrective actions.

• Translates support trends into actionable engineering and product insights.
• Partners to improve diagnostic tooling, documentation, and product reliability.
• Ensures Tier 2 readiness for new feature and hardware launches.

• Owns Tier 2 performance metrics including MTTR, escalation rates, and defect trends.
• Designs scalable workflows for complex technical case management.
• Strengthens Tier 1 to Tier 2 handoffs and knowledge transfer processes.
• Builds a high-performance culture focused on accountability, quality, and customer impact.

• Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems
• Demonstrates an AI-first approach to solving business problems
• Excellent verbal and written communication skills
• Proficient with Windows operating systems, mobile devices and cloud-based solutions
• Strong comprehension of internet networking & routing, hardware and software troubleshooting
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

• 5-7 years’ leadership experience in an tiered technical support environment
• Bachelor’s degree in a technical field is preferred or equivalent work experience
• Experience in an IoT (hardware/software/network), big tech, or telematics company highly preferred
• Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
• Strong knowledge of virtualization and virtual machines
• Strong knowledge of computer/server hardware, operating systems, and storage devices
• Strong knowledge of redundant storage solutions such as RAID
• Experience using Secure Shell (SSH)
• Experience with SSO identity providers: ADFS, Azure, OKTA
• Strong written and verbal communication skills and executive presence required

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

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Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [email protected].  Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Phishing alert:  Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.  All legitimate job openings are listed on our official careers page at https://www.axon.com/careers.  If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to [email protected].